Review summary

Affinity Water has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.

✨
Based on reviews, created with AI

See what reviewers are saying

O

Oliver

5 out of 5 stars
Steve from the Whitfield Dover area of…

Steve from the Whitfield Dover area of Affinity Water, was quite amazing. He kept me up to date on a leak I reported outside of the village & called again to report to me when work on the repair was in action. Unusually great service in this day & age & good to know water loss is taken seriously. I would say he is a credit to the company, going the extra mile to find a leak in a very difficult environment & Affinity Waters fast action in itself was faultless.

EB

Existential Being

5 out of 5 stars
Freya & Giuseppe were both 10/10!…

Freya & Giuseppe were both extremely helpful in resolving some serious water issues to my home. Personally I have received amazing service from them both, and I am very happy with how I've been treated, and I do feel, well looked after, as a customer of Affinity Water.

ZL

Zane Leo

1 out of 5 stars
Customer service -sad

Customer service -sad . Is there anyone else allowed to supply water in Barnet area? Doesn't look like it.

JR

John Rennie

1 out of 5 stars
Poor response to my query.

Prolonged hold when I called - wait time repeatedly stated as over half an hour. No call-back option, which most call centres now offer. Gave up and went online. First available appointment for a visit apparently December. This is very poor service and if your company was not a monopoly you would not be able to retain customers with this level of service. I got your reply - you say you would like more detail. I would like a meter fitted in a reasonable time - having had a first visit in March, and now having to wait till December for a follow-up is not reasonable or acceptable.

Company details

Information provided by various external sources

No description available yet.

Contact info

🌐

People also looked at

1 / 3
HR

Halfords Retail

www.halfords.com

2.348 out of 5 stars

2.3 (1000)

IC

International Card Services

www.icscards.nl

4.181 out of 5 stars

4.2 (1000)

FS

Fantastic Services

www.fantasticservices.com

4.755 out of 5 stars

4.8 (1000)

EH

ENGIE Home Services

www.engie-homeservices.fr

2.597 out of 5 stars

2.6 (1000)

All reviews

816 total β€’ Write a review

Showing 571 - 580 of 812 reviews
J

Jan

US

1 out of 5 stars

Terrible customer service

I have been trying to get someone to calk me to sort out the mess Affinity water left me with. They have lost a payment I made, cancelled my DD without telling me,changed my payment due date again did not tell me. It's been like pulling teeth trying to get someone to listen and call me to sort it. I just keep getting told they'll pass it to the back office ?? Update 23rd May- Finally I got to speak to someone who knew what they were doing. Thankfully my issues have now been resolved,but it should not have reached the point it did.

Date of experience: May 22, 2024

MA
3 out of 5 stars

No one answers the bill help phone line.

No one answers the bill help phone line. All you get is irritating music, not where you are in the queue. I tried ringing both 0345 357 2401 and 0345 357 2402. I also tried completing the online form page a couple of times but no response from there either; not even an acknowledgement email. I responded to the request for further information made below through my gmail account but nothing happened. I eventually made contact on 22/5/2024 through the "Contact Us" link at the bottom of their their main login page. This has a live chat box popup during normal office hours manned by "Duck, the Affinity Water chatbot" who passed me over to a real person called Gareth. He then sorted the whole situation out for me.

Date of experience: May 17, 2024

LE
1 out of 5 stars

refusing to compensate fairly for days lots in a leak complaint

awful company. Pushed from one person to another over hours and hours lost with yellow water, a leak that was their fault, spent hours calling them and writing complaints as times they are outright aggresive and rude. They refuse to compensate and refuse to help properly. Government need to step up with this company.

Date of experience: May 16, 2024

BD
4 out of 5 stars

Good service

Good service. Never a problem.

Date of experience: May 15, 2024

MJ
1 out of 5 stars

Watch out for this when you move to a water meter

I recently moved from a bill based on annual rateable assessment to a water meter. The previous bills were a set amount paid in monthly installments Last week I received a letter saying I was being put on a monthly budget plan. In effect I would be giving the Water company an interest free loan! There was no option of paying on receipt of half yearly bills ( direct debit/cheque/cash) even though that is the whole idea of a meter "You pay only for what you use" is the message from all the other English water companies When I rang to challenge this 'sharp' practice they were more interested in selling me 'homeserve' (?) insurance I'm applauded at their brazen profiteering. As a customer I should choose how I pay my water bill. I await a call from the water company customer service team In the meanwhile I cancelled the direct debit - I'll pay by cheque or cash. It costs Affinity more to process those types of payments. Heigh-ho

Date of experience: May 14, 2024

B
1 out of 5 stars

How is this outfit allowed to operate.

This Company is a joke. I have paid the first half of my bill with the second half due in October. I have just received a letter stating that they intend starting to charge me on the metering device and to expect a bill in 14 days time although I have already paid them Β£338.32.

Date of experience: May 1, 2024

C
5 out of 5 stars

Well done

We needed essential work to the water pipes in our village. We were given notification that the water supply would be turned off & clear guidance in plenty of time. They completed the work on the day stated & within the times given. I only wish other companies would do the same. We have had roadworks & gas works in the same month & it has been a nightmare, given the wrong days when access to our drives would be blocked, or no notification at all some days, nothing in writing or advance information, no information on alternative routes available. Well done Affinity water, other companies please note.

Date of experience: April 26, 2024

D
1 out of 5 stars

Affinity Water are thieves who prey on the elderly.

Affinity Water is a thief that preys on the elderly. They are thieves because they refuse to refund me the difference since they have been overcharging the elderly in Shepperton since 2019. They are aware that water meters cannot be installed, but they still charge two-person households the same amount as a five-person household, which comes to around Β£24 per month. Residents of Shepperton, kindly review your bank statements and request a reimbursement.

Date of experience: April 16, 2024

LC
1 out of 5 stars

Customer No-Service

Their treatment of vulnerable customers is appalling - some serious training required in the Customer Relations Dept’, a joke of a title. The quicker this industry is renationalised the better.

Date of experience: April 13, 2024

M
1 out of 5 stars

If you can’t do your Job then don’t do the Job!!

I came home the other evening to find the pavement dug up in front of my pathway preventing me from initially accessing my front door. I then had to ring family inside to help me. I had NO Warning that Affinity Water were going to be blocking my right of way! I finally got in to my Home to find a leaflet…. β€˜Good News we have fitted your Water Meter’ As I have never asked for a Meter I rang them to explain. The Customer Service Agent baffled me with ????????. I wasn’t happy with his excuse & asked for a Manager to ring me to discuss. A Manager rang me the following day & still baffled me with different ????????. Clearly they don’t all sing off of the same Hymn Sheet! She explained that Water Meters were being installed in my Area & I was one of the last to have it amongst my Neighbours as it has now become Government Legislation. (Maybe it would be helpful if they changed the wording on their Leaflet). I complained about right of access being blocked & how long would it be like that? She responded 3 working days……Great! After a worthless phone call I noticed the Workmen arrive about 1/2 hour later. They started doing whatever they had to do but didn’t finish it (so still no access) but what they did do was leave a great mess 🀬🀬 The pavement was covered in Mud & so was my Sons Car. I rang back again to Complain which was another worthless phone call. The Workmen did return later to finish the work but still left the pavement a mess & my Sons Car is still FILTHY. I now have to get it washed before I can continue trying to sell it. Not a happy Bunny to say the least.

Date of experience: April 9, 2024

Previous1β€’β€’β€’575859β€’β€’β€’82Next page

The CrowdTrust Experience⭐

We're open to all
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
We champion verified reviews
Companies can ask for reviews via automatic invitations. Labeled Verified, they're about genuine experiences.
We fight fake reviews
We use automated software and a dedicated team to detect and remove fake reviews. We take action against anyone who tries to manipulate reviews on our platform.
We show the latest reviews
Reviews are displayed chronologically with the newest first, ensuring you always see the most recent customer experiences.
We encourage constructive feedback
We believe in honest, constructive feedback that helps both consumers make informed decisions and businesses improve their services.
We verify reviewers
We use various verification methods to ensure reviews come from real people with genuine experiences, not bots or fake accounts.
We advocate against bias
We work to ensure our platform remains neutral and unbiased, giving equal opportunity for all genuine reviews to be seen and heard.